how to use emotional intelligence to enhance leadership ... · pdf fileemotional intelligence...

How to Use Emotional
Intelligence to Enhance Leadership
Performance
Todays Session:
Feb. 7, 2011
Todays Sponsor:

GoToWebinar Attendee Interface1. Viewer Window 2. Control Panel

Tips for the Webinar:
(800) 263-6317 or (805) 690-5753
Tweeting? Please use this tag: #EIleader

Todays Speaker:
Dr. Roger R. Pearman President & CEO, Leadership Performance Systems, Inc.
Writer and researcher on emotional intelligence
Author of: Introduction to Type and Emotional Intelligence
YOU: Being More Effective in Your MBTI Type
Im Not Crazy, Im Just Not You
Leadership and Emotions
Emotions and Health
Professor, Wake Forest University

D R . R O G E R R . P E A R M A NP R E S I D E N T A N D C E O
How to use Emotional Intelligence to Enhance Leadership Performance
5
(c)2011 Leadership Performance Systems, Inc.

Welcome6
http://www.leadership-systems.com/bookstore/detailspage.aspx?productID=b1fbf39b-12c9-4b39-8731-4a6d14ca30ca

Tell me about your use of EQ materials
7
Do you use EQ/EI assessments: Almost always in programs and services In most programs and services In some programs and services Rarely in programs and services Waiting to decide

Emotional Intelligence (in some form) is being explored around the globe
8

Topics
10
Topics to be covered: Why and how does emotional intelligence make a
difference in leadership?
How do you initiate emotional intelligence training in your organization?
How do you create an action plan for implementing emotional intelligence?
Next Steps

Why and How EQ makes a difference11

A Simple Business Model
Customers
Products
Services
Leaders
BusinessProcesses
$
Raw Materials
Human Capital
Financial Capital
$
$
$
Remaining $ = Value

Perspective on Key Dimensions
Mission, Vision, Values and Strategy
Organization and Operational Capabilities
Leadership
Success
Profile(s)
Team
Success
Profile(s)

Cartoon

The Case of John Ellis
15
4,000 employees
Satisfaction survey indicates low engagement and general dissatisfaction with managers
Increasing percentage of turnover in all ranks
Introduced to EI through article
Completed EQ-i, pushed to know more

Does your organization have
16
A comprehensive leadership competency profile A moderate leadership competency profile A competency profile which is at a high level Currently working on a competency profile

TYPICAL EXEC & MANAGER STRENGTHS
1. Ethics/Values2. Intellectual Horsepower 3. Integrity/Trust 4. Functional/Technical Skills 5. Managing Diversity 6. Customer Focus 7. Action Oriented8. Perseverance 9. Drive for Results 10.Comfort Around Higher Management11.Standing Alone 12.Business Acumen
SOURCE: LOMINGER 2006 NORM DATA
17

TYPICAL EXEC & MANAGER WEAKNESSES
56. Directing Others57. Patience 58. Managing and Measuring Work59. Motivating Others60. Total Work Systems61. Conflict Management62. Understanding Others 63. Dealing with Paradox 64. Personal Learning 65. Confronting Direct Reports 66. Personal Disclosure 67. Developing People
18

BIG 8 COMPETENCIES
PlanningCreativityStrategic Agility Motivating Others Dealing with Ambiguity Innovation ManagementBuilding Effective Teams Managing Vision
Purpose
1) Short supply 2) Correlate with top performance and potential
19

Subscale Scores by Performance Group
Study by Diane Durek, MHS, Inc. - MSCEIT and EQ-i Publisher.

You said that your challenges in 2010 were
2011 LPS, Inc.
21
Retention
Developing
Motivating
Talent Managment
Competitive Advant
Customer Loyalty
Stress
Complexity
Teams
Teams
Downsizing
ROI
0 10 20 30 40 50 60 70 80 90 100
1

Guess What?
A lot of companies are in hot water!
Customer service is on the declineEmployees are disenchanted Staff is stretchedTraditional customer service training fails to give desired results

EQ Application
Ensuring that you are constantly in contact
Interacting so they know youre listening Acknowledging them and their issues Finding creative ways to be of service Paying it forward during these difficult
timesshowing that you are committed, give it away
Collaborating with the customer to co-create value
(c)2011 Qualifying.org, Inc.
23
Inspiring Customer Commitment means --

How do you initiate emotional intelligence training in your organization?
24
Assess
Define the Challenge
Support the Initiative

Assess
25
There are specific actions you can take to promote the awareness and potential use of EI frameworks in your organization. Increase the chances of your success:
Identify the products or services that align with organizational goals
Identify your target decision makers, end users, and how they can use the training to enhance effectiveness
Describe how enhancing EI competencies will facilitate talent development throughout the organization

Specify the Challenge
26
Define your EI services, products, and experiences Establish a clear link between using EI insights to satisfy
organizational and developmental needs Determine how EI will be a developmental experience
relevant to everyone, regardless of their roles Describe the unique characteristics and benefits of your EI
products, or services that distinguish them from the competition such as the science supporting EI frameworks or the immediate usability of EI concepts to work (and personal) challenges

Targeted Support
27
Define how costs (assessments, materials, time, fees etc.) compare with other training or coaching services
Identify how you will use EI assessments and learning experiences, and how these will be available to the end users
Describe the unique characteristic of EI products or services such as how EI covers a whole range of development needs from leadership development to being associated with health and well-being
Share any research that supports development activities that are unique to EI such as the linkage of intrapersonal, interpersonal, stress management, adaptability, and general mood

28
SWOT Identify Specific
Applications Tools and Perspectives
Matter
How do you create an action plan for implementing emotional intelligence?

In your organization, would you say that
29
Emotional intelligence is a topic of Much use and a regular focus of development conversations Used often as a regular part of development conversations Rarely surfaced in development conversations Term is just too unsettling for some to use

SWOT for EI Interventions
30
Identify ResolveStrengths EI addresses proven performance-
related effectiveness EI provides a focused pathway for
development
Weaknesses EI assessment or training might not be a
simple or one-time event EI facilitation requires high-end
facilitation expertisenot just anyone can do it
Opportunities EI training addresses a whole range of
development needs EI enhancement can impact associate
health and customer satisfaction
Threats The term emotional intelligence
scares people off from exploring the topic
EI may seem invasive and more personal rather than professionally focused

Some EI Applications
31
Situation EI Advantage Highlights
Employee is unmotivated Getting at underlying needs that are not being met by using empathetic discussions
Exploring stress-coping strategies to build capabilities
Customers are unhappy Listening with an empathetic ear, taking initiative to constructivelyoptimisticallyengage the individual, and using problem solving skills will produce better customer satisfaction
Team leader is ineffective Learning how to build interpersonal skills, develop greater flexibility, and pragmatic reality-tested strategies with confidence will boost team leader effectiveness
Change initiatives need to be implemented Leaders who are emotionally self-aware, assertive toward attending empathetically to the concerns of others, show tolerance for the stress embedded in the situation, and optimistic about the future, will be more likely to lead change

how to use emotional intelligence to enhance leadership ... · pdf fileemotional intelligence...

Documents